Spencer worked directly with the CRM software vendor to support the city in their CRM implementation project. He also was the lead for the business process re-engineering (BPR) and Change Management (CM) initiatives. He conducted more than 15 BPR workshops with five departments including:

These sessions documented their current processes, tools, technologies, and resources. After this step was completed, Spencer worked closely with the impacted departments to re-engineer their processes and supported the software firm in configuring their CRM application to align with the future state. In addition, Spencer identified the requirements for the software integrations that were needed for GIS and work order management.

From a CM perspective, Spencer structured the city’s internal CM team and developed and deployed the entire work plan which included:

As the deployment continues, Spencer will be working with the city to quantify the financial impact of the CRM deployment and continue to support the city staff as they execute their internal and external marketing communications plan.